Whirlpool: Product Safety System

Madeleine Moon Excerpts

Wednesday 26th April 2017 Westminster Hall

[Andy Slaughter (Hammersmith) (Lab)]

I beg to move,

That this House has considered Whirlpool and the product safety system.

Thank you, Ms Ryan, for the opportunity to open this debate today in Westminster Hall on a subject that I have become heavily involved with and extremely concerned about during the last year. May I also say what a pleasure it is to experience your chairing of a debate for the first time? I am sure it will not be the last.

This issue affects many people across the UK and I am very pleased that hon. Members from throughout the country are here today. Members will probably recall that I led an Adjournment debate last September on tumble dryers, as a direct result of a tragic incident in my constituency. On 19 August 2016, Debbie Defreitas, a constituent of mine, was in the kitchen of her home on the seventh floor of Shepherds Court, an 18-storey block of flats overlooking Shepherd’s Bush Green, when she became aware of a burning smell. Her Indesit tumble dryer, which is a make owned by Whirlpool, was running and had caught fire mid-cycle. The fire subsequently tore through the block and 120 firefighters had to attend the scene to put out the blaze.

The incident resulted in 100 families being evacuated from the block and 26 were found temporary accommodation in hotels that night. Luckily, there were only minor injuries, but London Fire Brigade has said that if the fire had happened late at night the outcome would have been far worse. It is clear from other fires caused by white goods that such incidents can lead, and indeed have led, to tragic loss of life. It is a great relief that that was avoided at Shepherds Court.

Today, five of the flats affected remain out of action and the tenants from those properties are still in temporary housing provided by Hammersmith and Fulham Council. Although those tenants are being adequately housed, they experienced substantial trauma and upheaval as a result of this incident, as I am sure people appreciate. I visited the block last weekend. Most residents are now back in and the local authority has redecorated the floors, but the legacy of the fire will last for many years.

[Mrs Madeleine Moon (Bridgend) (Lab)]

Does my hon. Friend agree that the shocking thing about this situation is that Indesit knew for 14 months that there was a problem, and it took action from Trading Standards, which issued enforcement notices, the Local Government Association and a pressure group to get notices sent out to the small number of people that Indesit knew had these machines, telling them they should unplug them and not use them again until they had been repaired?

[Andy Slaughter]

I am very grateful to my hon. Friend for that intervention and I am also grateful to the large number of Members attending this debate, which shows the degree of interest in the subject. I will go through what happened—hopefully not at great length, but with some precision—to show just how culpable Whirlpool has been and to outline the specific tasks that we want the Government to ensure are carried out, so that there is no repetition of last year’s fire and this particularly serious issue is resolved.

The key point is that my constituent had followed Whirlpool’s safety advice to the letter, which at the time of the fire was:

“You may continue to use your tumble dryer whilst waiting for the modification, however we require that you do not leave your dryer unattended during operation”.

Ms Defreitas was supervising her tumble dryer when the fire broke out, as she had been advised to do. However, in reality many people would not do so and why should they? In the 21st century, manufacturers should make products without fault that do not pose a risk to life and property. Although it is perhaps inevitable that products are occasionally faulty, in such instances a manufacturer must take immediate action to inform consumers of the fault, and it must also issue an immediate and full recall. Anything less is hugely irresponsible.

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[Andy Slaughter]

I thank the hon. Gentleman; since his own personal experience of this matter, he has been assiduous in pursuing it. In response to his question, frankly I do not think it would have made much difference if he had originally said he was an MP, because when MPs have attempted to get Whirlpool representatives to come to this House to speak to Committees and all-party groups, they have refused to attend. His story does not surprise me, and the different figures that he cites are a sign either of Whirlpool’s incompetence or that they simply do not care what they say.

I am incredibly frustrated by Whirlpool’s lack of engagement with MPs and its refusal to co-operate with them. That is despite the fact that we continue to hear in the press of tumble dryer fires across the UK almost daily. London Fire Brigade sent me details of a fire that it attended last weekend. The occupants of a flat with a faulty tumble dryer—it was a Hotpoint tumble dryer— managed to escape, but a 96-year-old woman in the flat above had to be rescued and taken to hospital by firefighters.

There is a real risk to life and limb here. The Local Government Association has reported that firefighters are now attending three fires a day caused by tumble dryers. Figures I received from the London Fire Brigade ahead of this debate show that there have been 1,520 fires caused by tumble dryers and washing machines since 2009 in the London fire authority area alone. Overall, in London—I refer to London not because this is not a problem across the country, but because the London Fire Brigade is one of the few to have retained a research department following cuts to fire services, so it is able to collate and act on information—tumble dryer fires increased by 24% between 2015 and 2016.

On the wider issue of product safety, each year between 250 and 300 house fires in London are caused by white goods. We know from organisations such as Electrical Safety First, which is a charity that campaigns for our constituents to use electricity safely in the home, that electricity is the cause of many house fires and that fires caused by electricity are increasing. The Minister must therefore look closely not only at the issue with Whirlpool and tumble dryers, but the wider context of fires caused by all white goods and electrical goods, such as mobile phone chargers and refrigerators. Just this week, we had an inquest into the death of someone who sadly died escaping from a fire caused by a fridge-freezer.

It is clear from the statistics that the Government must get to grips with this escalating problem. There are far too many unsafe electrical appliances in our constituents’ homes. Has the Minister spoken to the Home Office about the rising number of fires caused by electrical goods and the effect faulty tumble dryers are having on the figures? What does she intend to do to reduce the number of fires and protect consumers from these faulty goods?

I am not the only one who has raised these issues in the House, as is clear from the number of Members here today. We just heard from the hon. Member for South Leicestershire (Alberto Costa). He spoke in my previous debate of his total frustration with Whirlpool as one of their customers. He called then for the resignation of the managing director, and I doubt he has changed his mind. My hon. Friend the Member for Swansea East (Carolyn Harris), who is the chair of the all-party parliamentary group on home electrical safety, has raised the issue several times with the Minister and has been excellent in raising awareness among MPs.

I am sad to say that my hon. Friend the Member for Hartlepool (Mr Wright) is stepping down as an MP, but as Chair of the Business, Energy and Industrial Strategy Committee he has tried to engage with Whirlpool with limited success. My hon. Friend the Member for Makerfield (Yvonne Fovargue), who sadly cannot be here, and my hon. Friend the Member for Poplar and Limehouse (Jim Fitzpatrick), who is here, have also been instrumental in supporting the campaign and in coming with me to meet the Minister. Many Members have tried to engage with Whirlpool and the Government, but they have been ignored and have received answers that are simply unacceptable.

[Mrs Moon]

I think my hon. Friend is personally responsible for protecting and saving the lives of many people who have these risky appliances. I think we all owe him a debt of gratitude. Our hon. Friend the Member for Newport East (Jessica Morden) has also been raising this issue, but I wrote to the Department for Business, Energy and Industrial Strategy asking about the final report on the recall system, which the working group on product recalls and safety was commissioned to do. I was told that the report had been received and would be published in due course. Given the impending general election, we cannot wait for another two months and let this drift. Is it not right that the Minister should give us the decision today on what the Government will do to protect lives?

[Andy Slaughter]

Again, I am grateful to my hon. Friend for her comments and for raising that issue. I will conclude my speech by putting that matter to the Minister. If, when the new Parliament is elected, we still do not have satisfactory answers, I hope that whoever then chairs the BEIS Committee will pursue the matter with the Government and Whirlpool.

Having mentioned many Members, I want briefly to pay tribute to the campaign organisations, without which we simply would not have got this far. It is invidious, because some always get left out, but they include Which?, Electrical Safety First, the London Fire Brigade, the LGA and the Chief Fire Officers Association. They have all been extremely helpful in keeping the issue on our agenda and ensuring we are properly briefed. In particular, Which? has led a campaign specifically on Whirlpool’s unwillingness to undertake a recall. That resulted in a change in Whirlpool’s safety advice in February. Last December, Which? sought a judicial review into what it regarded as failures by the trading standards team overseeing the case in Peterborough. As Members may be aware, Peterborough trading standards has been acting as Whirlpool’s advisers, and the review would have looked into whether Peterborough trading standards acted lawfully in this capacity. Which? said at the time:

“We believe that the way Whirlpool has handled the tumble dryer safety issue is absolutely appalling and to add insult to injury Peterborough Trading Standards has failed to do its duty to protect consumers. We have decided to step in and take legal action because we want Peterborough Trading Standards to properly protect Whirlpool customers and carry out its role as an enforcer of product safety laws.”

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[Jim Shannon (Strangford) (DUP)]

It is a pleasure to serve under your chairmanship, Ms Ryan. I commend the hon. Member for Hammersmith (Andy Slaughter) for bringing forward this issue, on which he has been a champion in debates in the House, including in a shorter Adjournment debate, when he fully put forward the issue and was supported by many of us here today and those from further afield. I thank him for bringing it forward today and am fully supportive of his purpose. He gave much detail on what has happened, and I will try to give my speech without repeating it.

I have had constituents in my office who are anxious and concerned about being told, “Just stay in the house,” when the machine is in use. Let me set the scene with an example of one constituent. My constituent and her husband work full-time jobs and also work some additional shifts to pay the mortgage. She leaves the house with her two-year-old and her one-year-old baby at 8.30 am. She returns at 6.30 pm, gives the children their dinner and bath and has them in bed for 8 pm, at which stage her 18-year-old babysitter takes over, to allow her to go to her evening meetings. She does not have the time to sit for the washing and drying cycle to complete, and cannot leave an 18-year-old in charge of a fire hazard with sleeping babies upstairs—that is unrealistic.

Her option is to sit and watch the washer-dryer cycle throughout the night. That is certainly ridiculous, but it is the reality of what the firm wants people to do, as the hon. Gentleman set out in his introduction. Is it a joke? No, it is not, and that is why in Westminster Hall today, with the Minister in her place—she has a very wide-ranging portfolio, given what she was here responding to yesterday and what she is doing today—we believe that legislation needs to be put in place that makes firms accountable and protects consumers, which it quite clearly does not at this moment in time.

I read the very succinct briefing provided by Which?—I am sure we have all had sight of that. Where a product could cause a risk to life or serious injury, Which? expects it to be promptly recalled by the manufacturers. What could be clearer or simpler than that? Yet we have firms who clearly disregard that and have a blasé attitude in how they respond. I ask again: how can we make those firms act with the urgency that we really need? All right-thinking people expect that, but we must make what is expected from manufacturers crystal clear.

As we know, Whirlpool acquired the Indesit Company, including its brands Hotpoint, Indesit, Swan, Proline and Creda, in 2014. In August 2015, Whirlpool informed Peterborough trading standards, as its primary authority partner, that up to 5.3 million dryers in the UK were affected by a fault discovered in more than 120 models. The magnitude of that number! The 5.3 million dryers in more than 120 models is nearly everything it has. Why has it not been coerced, persuaded or made to act more quickly? Those driers were also at risk of catching fire and required urgent modification to address the problem.

In August 2015, the company admitted what had to be done and notified trading standards, but the number of driers and models is very large. By 2016, about 750 fires had been reportedly linked to Hotpoint, Indesit, Proline, Swan and Creda tumble driers. Of course, since then there have been even more. A fire in a tower block in Shepherd’s Bush—I am sure the hon. Member for Hammersmith or other hon. Members will talk about it—left 50 people unable to return to their homes. The London Fire Brigade found that it had been caused by an Indesit tumble drier. We could see the horror that it caused on TV: it did not affect just one person, but all the other residents of the tower block. There are other examples—the fire brigade gave us one. Does Indesit not realise the danger? We do as elected representatives, and the people who own the driers and those whose homes have been damaged certainly do as well.

Which? found that those affected have been forced to wait far too long for a repair or replacement, and that customer service staff have given incorrect and potentially dangerous advice.

[Mrs Moon]

Does the hon. Gentleman share my concern that some of the machines have been sold on? When houses go up for sale, electrical goods go with them, and perhaps the second owners do not appreciate that the machine they inherit with their new home is dangerous, so they will not be looking to see whether it should be repaired.

[Jim Shannon]

I thank the hon. Lady for that very wise intervention. I had not given much thought to that. Sometimes the machines are sold on, but where is the follow-on? How does the company find out about those people? The people who have got them know about the problem from the adverts on TV, the stories in the papers and so on, but in many cases they do not know that they have something dangerous sitting in their home. The hon. Lady is right. We are trying to be positive in our questions to the Minister, but perhaps she will give some thought to that issue.

The hon. Member for Hammersmith spoke about home fires, and the hon. Member for South Leicestershire (Alberto Costa) spoke about some personal examples. There is a record of damage, and the company admits that there is a problem, so surely it should be held to account and should award compensation to people who have had massive fires in their flats and properties. Let us be honest: it is only for the grace of God that people have not been injured or died as a result of this issue.

Whirlpool has not acted in the best interests of consumers. It resisted a recall of the affected models and failed to repair and replace affected machines in a timely way. The affected consumers were told not to use their tumble driers. When someone is told not to use their tumble drier, they expect the company to come and repair it or replace it with something that works correctly.

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[Gerald Jones (Merthyr Tydfil and Rhymney) (Lab)]

It is a pleasure to serve under your chairmanship, Ms Ryan. I am pleased to take part in this important debate. I congratulate my hon. Friend the Member for Hammersmith (Andy Slaughter) on securing it.

Along with other hon. Members here, I am a member of the all-party group on home electrical safety, so I declare that interest. I have come to the debate because of the historical links that my constituency has with electrical appliance manufacturing over many years. I will therefore focus my remarks on issues to do with product safety and how faulty electrical products are damaging consumer confidence in the UK.

In Merthyr Tydfil and Rhymney we have a proud history of the manufacture of washing machines. We led the way for many years, making the post-war kitchen appliances modern and convenient. The Hoover factory opened in Pentrebach in my constituency in 1948 as part of the Labour Government’s work to ensure manufacturing advances in the UK after the war. Hoover soon became a market leader in the UK because the products were made to a high standard and were not imported, unlike many of the products manufactured today. By 1973, Hoover’s 25th anniversary in the town, 5,000 people were employed making washing machines, tumble dryers and dishwashers. Manufacturing in the UK had reached its peak. Unfortunately and tragically, it has been allowed to drift and we now rely on cheaper imports.

In March 2009, manufacturing came to an end in Merthyr Tydfil. The surrounding area, including my constituency, is still proud of the legacy of appliances being built locally, giving jobs to the local economy, and benefiting people’s lives.

I do not want to focus just on Hoover’s 2009 decision, devastating as that blow was. Many other manufacturers have also decided to send production overseas, and now import electrical goods into the UK. How can we be sure of the credibility of the component supply chain to large companies, and how do we ensure proper quality of the finished product and that it is built to last? Perhaps our departure from the European Union will offer an opportunity for us once again to galvanise the great range of talent that remains in the UK manufacturing sector and to encourage our trusted British brands to return manufacturing to the UK. Perhaps the Minister will give her view on that. The car industry has been supported, but what about UK white goods manufacturers?

As we have already heard today there is a serious ongoing issue with Whirlpool tumble dryers, which is still having a huge impact on many of our constituents. Given the often wet weather in Wales—

[Mrs Moon]

No!

[Gerald Jones]

Well, it certainly is in parts of Wales; so many of my constituents rely on tumble dryers, and many of those are made by Whirlpool, which owns the Hotpoint, Indesit and Creda brands. Figures from South Wales Fire and Rescue Service show that over the past two years seven fires have been caused by tumble dryers in Merthyr Tydfil and Rhymney. Across south Wales there have been 43 fires, with more than 55% of those attributed to the Hotpoint, Indesit or Creda machines sold by Whirlpool. Those cases highlight the serious failure in product safety across the country. It seems that a well-known, trusted manufacturer has been allowed to place on the market potentially dangerous machines that have the ability to cause serious damage, injury and worse. What will the Minister do to ensure that the products that are manufactured overseas and sold in the UK are safe?

Through our membership of the European Union we have benefited from a range of legislation, cross-border working and co-operation on product safety, market surveillance and consumer protection to ensure that only products that meet strict minimum safety standards can enter the marketplace; additional safeguards have been created for our constituents and they have been provided with rights to redress when things go wrong. What work is the Minister doing with colleagues in the Department for Exiting the European Union to ensure that that can continue after Brexit?

I understand from research undertaken by the charity Electrical Safety First that there has been an increase in the number of second-hand goods sold online via social media, including a large number of white goods. Vulnerable people, including those in my constituency, who now have less disposable income owing to Tory austerity, may now buy a second-hand product rather than a new one. The item may be unsafe or previously have been recalled by the manufacturer—something that neither the seller nor the buyer may be aware of. As my hon. Friend the Member for Bridgend (Mrs Moon) said, such things may be acquired through moving home. Will the Minister look at the number of previously recalled second-hand goods that have been sold, to find out the impact on product safety and on the safety of our constituents in their homes?

What will the Minster do to reassure us and our constituents that the Government are taking the issue seriously? What are the Government doing to ensure that product safety legislation is fit for purpose? I understand that Whirlpool is struggling to contact a large number of people who may have one of the faulty machines in their home. What work is the Minister undertaking with Whirlpool to ensure that those machines are found and that our constituents are kept safe? One of the Minister’s roles is to ensure consumer safety. Will she now demonstrate that it is possible for our constituents to be confident that manufacturers will take responsibility for their products, and that they will act to prevent more of the incidents with tumble dryers that have happened recently, the consequences of which have been so devastating? I hope that the Minister can provide answers to my questions.

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[The Parliamentary Under-Secretary of State for Business, Energy and Industrial Strategy (Margot James)]

It is a pleasure to serve under your chairmanship, Ms Ryan. I congratulate the hon. Member for Hammersmith (Andy Slaughter) on securing this important debate and echo the remarks of hon. Members about his spearheading of the whole campaign.

We have made considerable progress since I last had the opportunity to engage in a debate on product safety. However, I see from hon. Members’ remarks, to which I have listened carefully, that that has perhaps not been communicated as effectively as it should. Allow me to put that right. I reiterate that the Government take consumer product safety extremely seriously. On the safety issue identified in Whirlpool tumble dryers, I and my officials have been in regular contact with Whirlpool and its management. I must say that I have been shocked to hear the extent to which Whirlpool has not engaged with other hon. Members; I think that it might come to regret that. I hope that, in the new Parliament, it will manage to put that communications issue right.

I met the chief executive of Whirlpool and emphasised the need to resolve the situation quickly and pushed the company hard on meeting its obligations. I have repeatedly pressed it in further correspondence on the need to ensure that consumer safety remains paramount and that consumers have accessible routes to resolve their issues with the company’s products quickly and effectively. I am concerned about the number of unregistered machines still on the market; as hon. Members have mentioned, second-hand machines and people moving into homes with an existing machine and not realising the safety issues make it a complex situation. I will come back to that when talking about the working group that we have set up.

I am concerned to hear of the experiences of some consumers who have registered their machines with Whirlpool and who have faced unacceptable delays in having their machines modified.

[Mrs Moon]

The advice given to one of my constituents was to unplug her tumble dryer, to plug it back in only when she was going to use it and to then watch it. I do not know if the Minister has ever tried to move a tumble dryer or washer dryer when the plug is at the back, but it is not something that can be done. The manufacturers have to take far greater responsibility for keeping our families safe than they do at the moment.

[Margot James]

I agree with the hon. Lady; that is not practical advice.

Whirlpool has, however, been taking action to address the concerns that we have debated this afternoon. The hon. Member for Swansea East (Carolyn Harris) is the only one among us, apart from myself, who has met Whirlpool. What Whirlpool said to her is largely right, in terms of what it has lived up to following the proposals that its representatives made when they met her some time ago.

Whirlpool has increased its engineer workforce by 50%, allowing it to resolve approximately 100,000 cases per month. It has now exceeded the number of cases that it anticipated resolving when it met the hon. Lady. It has modified more than 1.5 million machines—almost 90% of the total number registered with the company—but, of course, that leaves 10% unresolved, to say nothing of all the other machines out there that nobody knows of. Whirlpool now employs the UK’s largest technician workforce, at 1,700-strong, which is almost three times the size of the next largest one in the country.

In response to demands for a full recall, I understand the attraction of that proposition, but the key must be to take whatever action is most likely to achieve the outcome we are all aiming for, which is to ensure that consumers are protected from unsafe products. That may be statutory recall in some instances, but other forms of corrective action, including making modifications to products in a consumer’s home, may be more proportionate, appropriate and effective in other cases. It is often better and more effective to encourage a company to accept its responsibilities and take action proactively.